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Links National Associations Award and Recognition Programs Self Paced Training and Certification Programs Training Materials and Videos Survey Tools and Resources

National Associations

American Teleservices Association
Association of Support Professionals
Call Center Network Group
Help Desk Institute
National Association of Service Managers
Neighborhood and Worldwide Contact Center Professionals
Service & Support Professionals Association
Society of Consumer Affairs Professionals
Technology Professional Services Association

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Award and Recognition Programs

Thank-You Kit — A complete on-the-spot recognition program created expressly for frontline reps.

Dalbar — Recognizes organizations with three customer service award programs including one geared toward financial service firms.
(Open to all.)

Frontline Spotlight Award — Recognizes frontline reps in all industries for their outstanding commitment to customer service.
(Open to all.)

Government Customer Support Excellence Awards — Recognizes public sector help desks, call centers, and/or other customer portals which excel in: teamwork, technical excellence, or customer focus to produce exemplary customer support and high customer satisfaction.
(Open to all.)

International Customer Service Professionals — Recognizes service champions and teams located within the Asia-Pacific region.
(Open to members only.)

Malcolm Baldrige Awards — Recognizes performance excellence across an entire organization, customer service and satisfaction are key components of the award.
(Open to all.)

Service & Support Professionals Association — Recognizes individuals and organizations involved in providing technical support services.
(Open to members only.)

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Self Paced Training and Certification Programs

American Public Power Association
British Columbia Institute of Technology
Call Center Industry Advisory Council
Customer Care Institute
Customer Service Group
Faulkner State
Help Desk Institute
National Retail Federation
Rutgers University (New Jersey)
Roger Williams University (Rhode Island)
San Antonio College (Texas)
Service & Support Professionals Association
South Texas College

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Training Materials and Videos

CRM Learning— Videos
Kantola Productions — Videos
Media Partners — Videos
SkillSharpener Training for the Frontline — Ready-to-use in-house training sessions
Sunshower Learning — Videos
Telephone Doctor — Videos
The Customer Communciator — Training and motivation newsletter for frontline reps

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Survey Tools and Resources

Guide to Customer Surveys — Step-by-step guide to creating effective surveys, includes 31 real-world samples
Listening to the Voice of the Customer — How-to manual on the design, implementation and analysis of a customer satisfaction measurement program
SurveyMonkey.com — Online survey tool
Zoomerang — Online survey tool

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